Order Fulfillment Supervisor

Job Summary

The Order Fulfillment Supervisor manages the daily operations of the customer order fulfillment team for Endless Aisle. This position coaches and trains team members in the order fulfillment process related to key cutting specific customer orders. The Order Fulfillment Supervisor ensures order fulfillment accuracy, resolves customer issues and concerns, collaborates with other departments to improve customer care, and monitors every aspect of daily operations to confirm streamlined operations. This position is responsible for maintaining a safe work environment by adhering to OSHA regulations and company safety and health policies.

Essential Job Functions *

1. End-to-end order fulfillment management to ensure timely and accurate processing of all orders.
2. Lead, train, and expand a small team of associates, managing operations to a fully staffed production line, to assist in driving market expansion.
3. Develops standard operating procedures (SOPs) for inventory control, logistics management, and order fulfillment to meet operational goals.
4. Oversee daily order fulfillment activities to ensure that all key cutting orders are processed within 24 hours. Supervises the entire pick, cut, pack, and shipping process within the same department.
5. Identify operational challenges, including those related to key cutting, and actively work on developing and implementing effective solutions.
6. Facilitate cross-functional collaboration with software, hardware, and customer service teams to address any issues that arise, streamline processes and improve customer outcomes, and ensure smooth operations.
7. Ensure that key cutting services meet the highest standards, contributing to overall customer satisfaction.
8. Oversee customer order logistics, including shipment tracking, issue resolution, returns, and replacements.
9. Develop and implement project plans to improve efficiency and customer satisfaction, applying best practices.
10. Monitor and report on key performance indicators (KPIs) and adjust as necessary to meet business objectives.
11. Address customer complaints or issues, working closely with the customer service team to ensure customer satisfaction.
12. Remain current with the latest industry trends and propose improvements to our order fulfillment and customer service logistics processes.
13. Utilizes WMS software to optimize order fulfillment operations.
14. Other duties as assigned.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High school diploma or equivalent education is required
• Bachelor’s degree in Business Administration, Operations Management, or a related field is preferred
• 2+ years of experience in order fulfillment in a manufacturing environment, supply chain, or a related field is required
• 2 – 3 years of experience managing a team with a proven ability to lead and develop team members
• Experience working with key cutting machinery is preferred but not required
• Proficiency with an ERP system and Microsoft Office products, especially Excel and Outlook is required
• PMI or similar project management level experience is preferred

Competencies – Knowledge, Skills and Abilities

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities
• Strong understanding of customer service logistics including post-purchase
• Dynamic and entrepreneurial-minded with a strong customer-oriented focus
• Prior experience and familiarity with warehouse and manufacturing operations
• Multitasking, exceptional problem-solving abilities, and acute attention to detail.
• Capable of managing tasks from initiation to completion, demonstrating proactivity and resourcefulness
• Excellent communication and interpersonal skills and must be able to read, write, and speak English fluently
• Proven track record of analytical, interpersonal, leadership, and project management skills
• Basic mathematical skills and strong reading and comprehension skills
• Ability to prepare necessary paperwork and documents, as well as read, sort, and verify packages

Operational Equipment

• Standard office equipment and software programs